Payment disputes and chargebacks

If you do not recognize a ShipWave charge or believe a shipment was billed incorrectly, email support@shipwave.app as soon as possible. Include the charge date and amount, but never send a full card number or bank account number by email. We can investigate the shipment, explain the charge, and correct a genuine billing error without waiting for the bank dispute process.

A dispute does not automatically mean that ShipWave has concluded the charge was unauthorized or incorrect. As soon as our payment provider notifies us, we review the payment and the related shipment. We also email the customer at the address used for the purchase to ask what happened and to provide a direct way to resolve the issue. While the dispute is open, ShipWave may temporarily limit new purchases or account access if needed to prevent additional disputed activity.

If our records show that the payment was authorized and the shipping service was provided, ShipWave may respond to the bank with evidence relevant to the charge. Depending on the dispute, that evidence may include the purchase details, transaction result, customer and billing information supplied at checkout, IP or device information, shipment origin and destination, carrier and tracking number, label and postage records, tracking events, delivery confirmation, and communications about the purchase. The cardholder’s bank or card issuer—not ShipWave—makes the final decision.

A valid shipping charge remains due even while a dispute is being reviewed. For a purchase made after this policy is clearly presented and accepted at checkout, if the customer disputes a charge that the customer authorized and ShipWave provided the purchased shipping service, ShipWave may assess a $50 dispute-handling fee for the administrative cost of researching and responding to the dispute. This fee does not apply retroactively and will not be assessed for a charge that ShipWave determines was unauthorized, duplicated, or billed in error.

For purchases covered by the policy above, and only where permitted by applicable law, card-network rules, and ShipWave’s payment provider, the customer authorizes ShipWave to seek a new authorization using the payment method on file for the original unpaid shipping amount plus the $50 dispute-handling fee. ShipWave will not place a recovery authorization if the payment provider prohibits it. ShipWave may instead issue an invoice and may suspend additional purchases until the unpaid balance is resolved.

ShipWave will not keep more than the amount validly owed. If the original payment is restored after ShipWave has separately recovered the same shipping amount, ShipWave will void, refund, or credit the duplicate recovery as appropriate. Nothing in this policy waives or limits a customer’s right to dispute a charge with the customer’s card issuer, and contacting ShipWave does not give up that right. This policy only explains how ShipWave investigates a dispute and may recover a valid unpaid balance where the applicable rules permit it.

Contact support@shipwave.app and ask your card issuer how to withdraw or cancel the dispute. A written withdrawal notice from the issuer can help resolve the matter faster, but ShipWave cannot cancel a bank dispute on the customer’s behalf.